Troubleshooting Guide

Step-by-step solutions for common issues with Custom Charts & Dashboards.

No Data or Empty Chart

Symptoms

• Chart displays "No data" message
• Chart appears empty
• Zero count for all segments

Solutions

Step 1: Test your JQL in Jira - Go to issue navigator, paste your JQL, check if issues appear

Step 2: Check permissions - Can you view the project? Do you have "Browse Issues" permission?

Step 3: Verify data source - Are issues in those projects? Does the filter return results?

Step 4: Check field values - If Chart By field is empty for all issues, you'll see "No data"

Everything Shows as "None"

Why this happens

"None" means the selected field is empty for those issues.

Fixes

• Choose a different field - Use a field that has values (Status, Issue Type)
• Rename "None" - Click the segment name to give it a clearer label
• Hide "None" - Click the eye icon to hide empty values

JQL Validation Errors

Common Errors and Fixes

Slow Loading / Performance Issues

Solutions

Step 1: Narrow your query - Add filters to reduce issue count

Step 2: Reduce segments - Fewer segments = faster rendering

Step 3: Check Jira performance - Is Jira itself slow?

Step 4: Browser troubleshooting - Close unnecessary tabs, try different browser

Connected Charts Not Updating

Solutions

Step 1: Verify connection - Click "Show Connected Charts" in the controller

Step 2: Check data source setting - Verify Data Source = "Dynamic Filter Controller"

Step 3: Refresh the dashboard - Try Ctrl+F5 (hard refresh)

Step 4: Re-save the controller - Edit the controller, make no changes, click Save

Gadget Not Saving

Solutions

• Check internet connection
• Check dashboard permissions
• Fix any validation errors (check for red error messages)
• Try a different browser

Export Not Working

Solutions

• Check popup blocker - Allow popups for your Jira domain
• Check export is enabled - In the gadget's Display Options tab, verify the export toggle is on
• Check admin settings - Export may be disabled globally by your Jira admin
• Try different format - If PNG fails, try PDF or CSV
• Check the gadget actually supports that format - not every gadget offers all three. See the Export Formats table

Flow Metrics Gadgets Show No Data or Missing Items

Applies to Control Chart, Histogram Chart, and Cycle Time Trend.

Symptoms

The chart is empty, or far fewer items appear than you expected.

Solutions

• Check the start condition. If the cycle starts at "Issue enters In Progress" and an item went straight from To Do to Done, it never started a cycle and is not plotted. Measure lead time instead (Control Chart: Lead Time; Histogram and Cycle Time Trend: start the cycle When the work item was created), or change the start condition
• Widen the date interval. The interval filters by when the cycle ended. A 90-day window on a low-volume team may catch very little
• Check "Ignore zero-duration cycles" (Control Chart only). If it is on, bulk-transitioned items are dropped
• Confirm items actually completed. These gadgets plot finished cycles only - open work never appears

Cycle Time Numbers Disagree Between Gadgets

Why It Happens

Control Chart, Histogram, and Cycle Time Trend each carry their own cycle definition. If the start condition, end condition, repeat-entry handling, or calculation unit differ, the numbers will not match.

Solutions

1. Open each gadget and compare the start and end conditions (Control Chart: Metric, Starts when, Ends when; Histogram and Cycle Time Trend: Cycle starts, Cycle ends) and Calculate in
2. Make them identical, then re-check
3. Record the agreed definition in each gadget's Description tab so it survives the next edit

Sprint Burndown Will Not Load

Solutions

Two settings block rendering until they are complete:

• Calculate By: Custom Field with no numeric field selected
• Define Completed Work Items: Work item is in one of these statuses with no statuses selected

Also confirm the board is a Scrum board - Sprint Burndown does not accept Kanban boards, because there are no sprints to chart.

A Formula Shows NaN

Applies to Issue Filter Formula.

Solutions

• Guard your divisions. a / b returns NaN when b is zero. Write IF(b > 0, a / b * 100, 0) instead
• Check the variable actually returns something. Average, Minimum and Maximum return NaN when the query matches nothing - Count and Sum return 0
• Turn Show NaN off once the formulas are settled, so a stakeholder dashboard never displays it

Backlog Forecast Shows N/A for Every Item

Applies to Kanban Velocity.

Solutions

• There is no completed work in the averaging window, so there is no velocity to forecast from. Widen the averaging window or increase the interval count
• Confirm the data source is a Board - the forecast needs board rank, so it is not offered for other source types
• Check the Define completed work items setting matches how your team actually finishes work

Cumulative Flow Diagram Bands Look Wrong or Empty

Solutions

• "Board columns" under Chart bands are based on needs a Board data source. Without one there are no columns to read - switch the source, or pick a different band mode
• Start with Status Categories if the chart is unreadable. Three bands instead of one per status is far easier to interpret
• An empty stretch usually means no data in that window, not a fault. Narrow the date range
• Switch Field by to Story Points if the band heights feel misleading - ten one-point bugs and two eight-point features look identical when you are counting issues

Wallboard Columns Are Not My Board's Columns

Applies to Team Wallboard.

Solutions

• Board columns require a Board data source. Every other source type falls back to grouping by Jira's status categories (To Do / In Progress / Done)
• Switch the data source to Board, or accept status-category grouping

Still Having Issues?

If none of these solutions work:

1. Gather information: Jira site URL, gadget type, JQL, screenshots
2. Contact support: support@clovity.com